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Manager - Customer Experience Business Partner

Facility:  Marketing and Market Access
Location: 

Plainsboro, NJ, US

About the Department                                                                                                                                                 

At Novo Nordisk, our Strategy, Finance, and Operations team works to provide strategic direction to the company, ensuring that everything we do is viable and built to last. Overseeing and safeguarding Novo Nordisk’s short and long-term planning, the Strategy, Finance and Operations team works closely with the business across the organization to develop strategies and business plans, monitor industry trends, and provide operating recommendations. We regulate accounting, uphold workplace safety, manage our supply chain and sampling, support technology, provide commercial insights & analytics, maintain our facilities and assure the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent. And we reward hard work and dedication with the opportunity for continuous learning and personal development. Are you ready to realize your potential?

 

The Position

Customer Experience Business Partner Manager serves as the Customer Experience Enablement Operations single point of contact for the Brand, Non-Personal Promotion and Patient Experience teams. Customer Experience Business Partner Manager collaborates with Brand / RM Leads and agencies to define, map and deliver Customer Experience (via selected channels, segmentation) through internal platforms. Customer Experience Business Partner Manager is and advocate and responsible for pull through of Omnichannel Engagement current and future capabilities for our Customers (healthcare professionals (HCPs), Health Systems and Patients).

 

Customer Experience Business Partner Manager documents all the requirements in the Business Requirement Document (BRD) for hand-off to Customer Experience Operations Specialists; collaborates with Quality Assurance (QA), IT, and Reporting Leads to enable campaign metadate setup, project measurements and analytics. Customer Experience Business Partner manages project intake, scope and provides project management support to operationalize and automate HCP, Health Systems and patient support programs. Lastly, Customer Experience Business Partner ensures campaigns are appropriately QA tested end-to-end, approves campaign build and UAT test plans and cases.

 

 

Physical Requirements

Novo Nordisk requires all employees, both Field and Office-based, to be fully vaccinated with a COVID-19 vaccine prior to the first date of employment. As required by applicable law, Novo Nordisk will consider requests for reasonable accommodation for those unable to be vaccinated. You will be required to upload an image of your COVID-19 vaccine card at the time of hire and/or on your first day of employment

 

Relationships

Reports to the Customer Experience Management AD within Customer Experience Enablement Operations. The position interacts with multiple Novo Nordisk Inc (NNI) internal functions, such as Customer Experience Orchestration & Automation and Customer Information Management teams, Brand Managers, Omnichannel Engagement, Campaign QA, Emerging Technologies, Marketing Operations, IT, as well as external operational vendors, agencies and managed services providers.

 

Essential Functions

  • Provide support in the form of advice and execution to the brand, including managing project intake and providing project management support
  • Assume ownership for delivery of campaigns in partnership with the Customer Experience Operations Specialists and Campaign Quality Assurance Lead
  • Collaborate internally across Omnichannel Patient and HCP teams and with external agencies to define the user experience, campaign inputs and outputs, vendor integration requirements and business rules
  • Operationalize NPP / patient support programs, enabling optimization and best practices
  • Creates the campaign Business Requirements Document (BRD) to enable the development of content and journeys, and transition to Campaign Experience Operations Specialists for building the campaign in Adobe
  • Collaborate with QA, IT and Reporting Leads to enable campaign measurements and analytics
  • Oversee relationship with IT Application and Data Management Leads to support vendor/data integrations and campaign metadata setup
  • Ensure campaigns are appropriately QA tested end-to-end; approve campaign build, UAT test plans and test cases and post-production UAT
  • Advise campaign specification activities, design configuration and inform resolution of defects related to configurations or requirements
  • Monitor defects and assume incident management reporting
  • Manage project delivery and administration through leading launch planning, owning operations reports, and maintaining project timelines and documentation
  • Manage and lead internal and external status meetings along with stakeholder resources and staff alignment within projects
  • Act as strategic interface to external NNI stakeholders through developing business objectives, understanding marketing strategies, implementing solutions and leading adoption of both the current and future state Omnichannel Engagement capabilities within NNI as well as continuous optimization

 

Qualifications

  • Bachelor’s Degree in Marketing, IT, Digital Marketing or related field
  • A minimum of 7-10 years of patient/HCP marketing, database marketing, Customer Relationship Management (CRM), account management, project management and/or other related roles. Prior hands-on experience with operationalizing programs that involve data integration with digital channels
  • Demonstrated experience managing multi-faceted, complex CRM programs both internally and with external partners/suppliers
  • Experience operationalizing email marketing, direct mail, data entry, telemarketing (inbound and outbound) and digital marketing programs
  • Thorough understanding of project management fundamentals
  • Strong ability to manage multiple priorities and influence cross-functional stakeholders in a fast-paced environment
  • Ability to influence and manage internal and external stakeholders
  • Pharmaceutical industry experience preferred

 

Millions rely on us 
At Novo Nordisk, we don’t wait for change. We drive change. We’re a dynamic company in an even more dynamic industry, and we know that what got us to where we are today is not necessarily what will make us successful in the future. We embrace the spirit of experimentation, striving for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. Working at Novo Nordisk is working toward something bigger than ourselves, and it’s a collective effort. Novo Nordisk relies on the joint potential and collaboration of its more than 40,000 employees to change the lives for the better for millions of patients living with diabetes and other chronic diseases. Together, we go further. Together, we’re life changing.

 

Novo Nordisk is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

 

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.